49 Mount Pleasant, WC1X 0AE , United Kingdom, Central London
Tel: +44 7867 159285
Legal & Policies
Privacy Notice (Data Protection) We collect personal data you provide when contacting us (e.g. via our website or Meta lead ads) and during consultations. This typically includes your name, email address, telephone number, and any contact history. In later communications we may also ask for optional health information (e.g. hair loss history). We use this data to book and provide treatments, manage appointments, and comply with legal requirements (for example, medical records). The lawful basis for processing your contact and booking information is usually the performance of a contract (your booking) and our legitimate business interests (e.g. to manage our service and communicate with you) . Any health or medical information (special category data) is handled only with your explicit consent and with extra security safeguards . We do not disclose your personal data to third-party advertisers ; we only share information when necessary (for example, providing PayPal with your payment amount via a secure link ) or as required by law. You have the right to request access to, correction of, or deletion of your data under GDPR. You can exercise these rights or ask questions by contacting our clinic or the Information Commissioner’s Office (ICO) (see ico.org.uk). Personal data is kept only as long as needed – for example, medical records are retained for at least 8 years after treatment or as long as required by law – then securely deleted or anonymised. We use cookies on our website and will obtain your consent via a banner on first visit (see our Cookie Policy). We do not send newsletters; any marketing (such as promotional offers) is done through paid ads on platforms like Facebook/Instagram, not by emailing your personal address. • What we collect: Identity and contact information (name, email, phone, address), enquiry details, appointment notes, payment confirmation. We may collect aggregate usage data from the site (e.g. page visits, IP) for analytics. • How we use it: To respond to enquiries, arrange consultations and surgery, manage bookings/payments, and improve our services . With your consent, we may also use data for marketing analysis. • Legal basis: Contract performance (processing your booking); and our legitimate interests (e.g. communicating about your appointment and service updates) . We rely on explicit consent for any sensitive health data or when using your data beyond these purposes. • Data sharing: We do not sell or rent personal data. We may share information with trusted service providers who assist us (e.g. IT hosting, appointment reminders, payment processing like PayPal ), but only as needed and under strict confidentiality. The clinic itself acts as the data controller of your information. • Data retention: We securely retain your records for the period necessary to provide our service and meet legal obligations (e.g. accounting, medical recordkeeping) . When you no longer need to access your data, or it is no longer required, we will securely delete or anonymise it. • Your rights: You have rights under UK GDPR (access, correction, deletion, restriction of processing, data portability, and to withdraw consent). You can also complain to the ICO if you feel your data has been mishandled.
Refunds & Cancellations Under UK Consumer Contracts law, customers normally have a 14-day cooling-off period after booking made by email/phone/online during which they may cancel for any reason and receive a full refund . However, if you explicitly request the surgery to take place within that 14-day window, you waive this right and the treatment will proceed as agreed (as per legal guidance) . • Cooling-off: You are entitled to a 14‑day “cooling-off” refund period from the date of paying your deposit . If you cancel during this time and no services have been rendered, we will refund your deposit in full. Once this period expires, standard policy applies and your deposit may become non-refundable . • Deposit forfeiture: Your £500 deposit secures your surgery date. If you cancel more than 7 days before the scheduled surgery, your deposit will be refunded (minus any nominal administration fee). If you cancel within 7 calendar days of the surgery date, the deposit is forfeited (non-refundable) as we have reserved staff and resources. • No-show or late cancellation: If you do not attend the booked appointment or cancel on the day of surgery, you will lose the deposit and may be liable for additional fees. (We reserve the right to retain your deposit for late cancellations to cover costs.) • Illness or changes: If you become unwell or have a change in medical circumstances close to the appointment, please contact us immediately. We will consider rescheduling but may still apply the above refund policy depending on notice given. • Statutory rights: This policy does not affect your statutory rights.
Booking & Deposit Terms All bookings are made via our clinic, by email or telephone, typically following a free consultation request (through our website or Meta ad forms). Once you decide to proceed, we will send a secure PayPal payment link for the £500 deposit, which must be paid to confirm the date. • Confirmation of date: Your surgery date is confirmed only after the £500 deposit is paid. Until then the date remains available to other clients. We recommend paying promptly to lock in your preferred slot. • Cooling-off waiver: By paying the deposit and agreeing to an early surgery date, you acknowledge that you may be waiving your 14-day cancellation right if the procedure is to start within that period . We will document this consent when you book. • Rebooking/rescheduling: The deposit can be transferred once to reschedule your surgery (subject to availability), provided the new date is within 12 months of the original booking. • Final payment: The remaining balance (total fee minus deposit) is due prior to surgery. We accept final payment via PayPal, by date agreed (usually on the day before surgery). Surgery will not proceed until full payment is received. • Price changes: Quoted prices are subject to change for future bookings. The price confirmed at the time of deposit will apply to your surgery. • Accuracy of information: You must provide accurate personal and medical information. If any part of your health history changes between booking and surgery, you must inform us in advance. Failure to disclose relevant medical details may affect your eligibility for treatment.
Photo & Video Consent (Marketing Use) We may ask to take photographs or videos of you (for example, before-and-after images of the treatment area). These images are highly confidential personal data. We will never use any identifiable photos or videos of you in our marketing (on our website, social media, or advertisements) without your explicit written consent . • Consent required: We will provide a separate consent form explaining how your images may be used (e.g. before-and-after posts, testimonials). You must sign this form before any images are published. • Scope of use: With consent, we may use your photos/videos only to illustrate treatment results (for example, demonstrating hair transplant outcomes on our Facebook page or website). We will not attach your name or personal details. • Withdrawal of consent: You may withdraw consent at any time by notifying us in writing. We will then remove future use of your images as soon as reasonably possible. (Past use in printed or social media may not be fully retractable.) • Privacy safeguards: All images are stored securely and only accessible to authorised staff. We follow data protection rules strictly. • Honesty in marketing: We will present images truthfully. We do not guarantee any specific result from treatment and will not use misleading or altered images to create false expectations.
Disclaimer (Medical Advice and Outcomes) The information on our website and provided during consultations is for general guidance only. It is not a substitute for professional medical advice . Individual suitability for any cosmetic surgery is determined by our clinical team based on your personal assessment. • No guarantees: We do not guarantee particular treatment outcomes. Results vary between individuals and depend on many factors (health, skin/hair type, aftercare, etc.) . Before treatment, our doctors will discuss realistic expectations and any risks. • Risks and decisions: You should consider any procedure carefully. We will explain potential complications and success rates. Ultimately you choose whether to proceed. The clinic and its staff cannot be held responsible for dissatisfaction due to unrealistic expectations. • Information accuracy: We strive to keep our content accurate and up-to-date, but we make no warranties about completeness. Patients must rely on their own judgment and medical advice.
Cookies (Website) Our website uses cookies (small data files stored by your browser) to improve your experience. When you first visit, we display a consent banner. By accepting cookies, you agree we can use them to remember your preferences and analyze site usage. You can manage cookie settings via our banner link. For details on cookie types and purposes, see our full Cookie Policy.
Complaints & Dispute Resolution If you have any concerns or complaints about our services, please let us know promptly. • Internal process: We have an internal complaints procedure (as required by the UK Care Quality Commission for hair transplant clinics ). Initially, raise issues directly with the clinic (e.g. email or telephone our manager). We will try to address your concerns and find a resolution. • Escalation: If you are not satisfied with the outcome, you may escalate the complaint. For data protection issues, you can contact the ICO. For clinical or professional concerns, you can refer to external bodies: for example, the Joint Council for Cosmetic Practitioners (JCCP) handles complaints about cosmetic practitioners . You may also approach relevant healthcare regulators or seek independent mediation. • Legal route: Pursuing legal action (e.g. through the courts) is possible, but we encourage resolution through communication and regulatory channels first. • No retaliation: We guarantee that lodging a complaint in good faith will not adversely affect your care or rights.
Terms & Conditions (Summary) Your use of our services (including website queries, consultations, bookings, and treatments) is subject to our full Terms & Conditions (available on request or on our website). Key points are summarised below: • Contract formation: A binding contract is formed when you pay the deposit after receiving our terms. Before paying, you should review all conditions of treatment and cancellation. • Payments: Prices are stated in British pounds (£). The £500 deposit is applied to your total fee. The balance must be paid in full before surgery, as agreed (failure to pay may lead to cancellation of the procedure). • Cancellation: If you cancel outside the 14-day cooling-off period, our standard refund rules apply (see above). If you cancel within 7 days of surgery, your deposit is forfeited . • Accuracy of information: You must provide truthful information (identity, contact, medical history). If we find false or incomplete information, we may cancel the contract or procedure without refund. • Medical fitness: The clinician determines your fitness for surgery. If, for any reason, we advise against treatment on medical grounds, you may postpone or cancel (see cancellation policy). • Liability: We take all reasonable care in providing treatments. However, we disclaim liability for indirect or unforeseeable losses. Our liability for negligence or breach of contract is limited to the amount paid for the procedure. (This does not exclude liability for personal injury or other matters as prohibited by law.) • Changes to terms: We reserve the right to amend these policies at any time; the version on our website is current. Any changes will not affect services already booked. • Jurisdiction: These terms are governed by UK law. Any legal disputes are subject to the jurisdiction of the UK courts.